Autopay Removed

I received a message stating my payment didn't go through for July.  Because I had cancelled a debit card and gotten a new one, I assumed that was the reason it didn't go through.  I saw there was a $7 late fee, so I called to see if I could have it removed since this was the first offense and was informed via automated service that I would be CHARGED $10 TO TALK TO SOMEONE.  Absurd, but whatever.  I paid the bill and went to set up autopay only to see the autopay information was already my banking info… it wasn't even set up on a card so it should have gone through.

I've never had an issue with T-Mobile and I love the coverage, plan, and cost; but holy guacamole am I concerned after reading others' posts.  Is it really so much better for them to draft our bank accounts vs charging a card?